When a customer payment fails, the failure is usually on the customer's bank or card side. Here's how to diagnose and recover.
Diagnose the failure
Open the invoice → find the failed payment attempt (if it was recorded) or look at recent Stripe activity in Settings → Billing → Stripe Portal.
| Failure reason | Likely cause | Fix |
|---|---|---|
| Insufficient funds | Customer's bank declined for low balance | Resend payment link; offer ACH, cash, or check |
| Card declined (generic) | Bank declined without a specific reason — often fraud-prevention flags | Customer should call their bank; try a different card |
| Expired card | Date on file is past | Send a new payment link; customer enters a new card |
| Incorrect CVC | Typo on card details | Customer retries with correct CVC |
| Authentication required (3D Secure) | Bank wants the customer to confirm via their bank's app | Resend payment link; complete 3DS step |
| Stolen / lost card | Card flagged in the bank's system | Use a different card or method |
Stripe Portal for retries
Failed payments on your Run a Call subscription (vs. customer invoices) are handled by Stripe's automatic retry logic. You can see the retry attempts in Settings → Billing → Stripe Portal.
For customer invoices, Run a Call doesn't auto-retry — you (or the customer) need to initiate the next attempt.
Customer's card works elsewhere but not on your link
Occasionally cards work at Amazon but fail at Run a Call (or vice versa). Usually it's:
| Cause | Fix |
|---|---|
| Daily spend limit | Card has a transaction limit the invoice exceeds. Break into smaller charges (multiple payment links). |
| Billing address mismatch | Stripe rejects mismatched ZIP / billing addresses. Have the customer use a card whose billing zip matches what they typed. |
Run a Call subscription payment failed
For your own subscription:
| Step | What happens |
|---|---|
| Stripe retries | On its standard cadence |
| Email notifications | You'll get them automatically |
| Update the card | Via Settings → Billing → Manage in Stripe Portal |
| Account access | Resumes after successful charge |
When to contact support
Run a Call doesn't have a refund UI yet. For specific failed payments that the customer can't explain, email admin@runacall.com. The team can look at Stripe-side details and help you decide next steps.